TYPES OF COMPLAINTS
A customer says the Wi-Fi doesn’t work. What kind of complaint is this?
Service/technical complaint
Say politely: “It’s not my fault.”
“I understand your concern. Let me check what happened.”
What could you offer when a product arrives late?
An apology or a small discount
“What’s your problem?” → polite version?
“How can I help you today?”
Define: refund
Money returned to a customer
“The soup is cold and the waiter ignored me.” What kind of complaint?
Food and service complaint
Complete: “I’m ______ sorry for the inconvenience.”
terribly / really
“We can offer you a free dessert.” → What is this an example of?
Compensation
“That’s not my job.” → polite version?
“Let me connect you with the right person.”
Give a synonym for complaint.
Problem / issue / concern
“I ordered a red shirt but received a blue one.” What type of complaint?
Wrong product/order error
Replace “Calm down!” with a polite version
“Please, take your time. I’ll do my best to help.”
What’s a good follow-up action after solving a complaint?
Sending an email or calling to confirm satisfaction
“You’re wrong.” → polite version?
“I see your point. Let’s double-check that.”
Complete: “We apologize for the ______.”
inconvenience
“I’ve been waiting for 30 minutes and no one has helped me.”
Delay / poor service complaint
What’s a polite way to say “You must wait”?
“Could you please wait a moment while I check?”
Suggest one polite phrase to propose a solution.
“Would you mind if we offered you a replacement?”
“I can’t do anything.” → polite version?
“Let’s see what options we have.”
What noun comes from to delay?
Delay
“You charged me twice for the same item!”
Billing / payment complaint
Give two polite phrases to start handling a complaint.
“I’m sorry to hear that.” / “Thank you for bringing this to our attention.”
If a guest’s room is noisy, what 2 possible solutions can you give?
Move them to another room / Offer a discount or earplugs
“Calm down, ma’am!” → polite version?
“I understand you’re upset. Let’s solve this together.”
What’s the opposite of satisfied?
Dissatisfied / unhappy